Helpdesk:Level 1 Support Group

What is the responsibility of this group?

Provide the â€œFirst Line Supportâ€
- Check if ticket priority or ticket's other fields are correctly set, and if necessary reclassify or change ticket's priority (tickets created by email have some values set by default that might need to be changed)
- Close simple trouble tickets
- Ensure the correct routing of tickets for processing
- React to alarms that tickets have not been processed
- Rotate its operation among the participating teams in a timely manner (weekly shifts)
Provide answers to tickets whenever possible.
Reassign tickets to appropriate supporter
Watch for long time unchanged tickets and notify the respective supporter
Experience also in generic VO software problems
- Reassign tickets to VO support units.

There are teams which rotates in weekly shifts
- The shift change is transparent for users
- There are both EGEE and SEE-GRID-SCI teams which perform simultaneously the shift for their project. They do not overlap, as each team handles only tickets created on the scope of their project. Issues which are common to both projects should be handled by the first team that reacts to the ticket.
- Each team has one or more active members and one or more members acting as back-up when active members are not available
There is one helpdesk's team account for EGEE-SEE and one helpdesk's team account for SEE-GRID-SCI. All supporters must use this account(either SEE-GRID-SCI's account or EGEE-SEE's account).
- Tickets created by email are first assigned to these accounts as follows: SEE-GRID-SCI's contact mailbox is routed to SEE-GRID-SCI's team account and EGEE-SEE's contact mailbox is routed to EGEE-SEE's team account
GGUS's TPM experience is very useful for this support group, as the purpose of this support group is very similar with TPM's.